The call back system technology has been around for decades, but it has just started to gain momentum in recent years. More companies are realizing the value in utilizing this system as a call center solution that customers appreciate. Even considering the positive contributions of this system, there are some struggles that should be avoided. Below are a few tips for deploying a foolproof callback solution.
Offer it at the Appropriate Time
The time at which the call back message is offered plays a significant part in its effectiveness. Research shows that individuals who have been on hold longer are more likely to accept a call back offer. However, it is important to also consider how long the average hold time is. For example, it would not be very effective to introduce the message at two minutes if the average wait time is one and a half minutes. In consideration of those individuals who may decide to “wait it out,” it is a good idea to offer the call back option more than once throughout the hold time.
Provide Immediate Service Upon Call Back
The whole purpose of the call back for the customer is to reduce their wait time. Therefore, having the customer have to wait once they receive a call back is counterproductive. That is why it is better to have your call back system set up for “agent-wait” rather than “customer-wait.” In the “agent-wait” scenario the agent is on the line as soon as the customer picks up.
Employ Call Back Option on the Right Channels
There are a number of different call answering systems to choose from, and many of them offer a variety of services. Though these capabilities are available, they are not ideal for all businesses. It is important that you take the time to fully research the different options, their offerings and their effectiveness. This can most likely be evaluated through online reviews or word-of-mouth from other business owners you know. Possibly more important than considering the systems, it is critical that you analyse your customer base and their preferences as well. In any case, you want to make sure that the solution you choose can be easily integrated into your current customer service systems.
Maintain Call-Attached Data
Collecting and storing call back data can reduce a great deal of confusion and frustration during the call back process. Customers do not like repeating themselves, and having this information stored reduces that need and leads to a quicker resolution processes.
Explore All Viable Options
Not all call answering services are the same. To ensure that you make the right choice, there are a few things that you should consider.
- the provider and their additional services
- the adaptability of the system (for current and future purposes)
- special call back features
- past success of the system
The right call center solution will help both your customer support team and the customers themselves to have a productive and efficient call. Keep these tips in mind as you consider your next call answering service or improvement options.